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Fence contractor shakes homeower's trust in Angie's List

7:14 PM, Jun 19, 2012   |    comments
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MIDDLEBURG, Fla. -- Earlier this year, Ernesto Gonzalez hired a contractor to install a vinyl fence and gates at his Middleburg home. To find the right company for his needs Gonzalez says he went to Angie's List.

"I specifically wanted a gate, a gate specialist and sure enough, they came up with five different locations. I chose this one because they were at home," he said.

Angie's List is a national clearinghouse that helps consumers find service companies without a hassle. The list is made up based on reviews from consumers, not Angie.

Gonzalez elected to use Heritage Fencing and was satisfied he said until the company was required to replace his gates several times.

"The folks who installed the third set of gates, as you heard from the voice mail, they damaged the gates," he said.

Now he wants to know how service companies get on Angie's List. Are the scrutinized before hand?

"I don't know if there's a recourse for Angie's List to know if they're truly getting good contractors," said Gonzalez.

Wyatt Green is president of Heritage Fencing. He said his customers made his company eligible for Angie's List.

"We've got good reviews, I believe we have one negative review and I'm pretty sure it is from this customer," said Green. 

Green said his company tried to please Gonzalez, but couldn't.

"Sometimes you can't please everybody. You strive and give 110%," said Green.

Green said to resolve the issue, Gonzalez can take the remaining balance of the contract, $800, and hire another company.

"Unfortunately, we could never seem to satisfy him," said Green.

Cheryl Reed, Director of Communications at Angie's List, said Angie does not select the companies. Members create the list through their reviews.

"Companies are eligible based on the reviews of its members," said Reed.

Reed said there are systems in place to be sure that the reports are fair and accurate and no one is trying to stack the deck.

"The system is designed to be fair, accurate and trustworthy," said Reed.

If there's a problem between a business and members, Reed said Angie's List has a conflict resolution team that will go to bat for its members.

Gonzalez is not a member, but they have his complaint and will review it.

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